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Exchange & Refund Policy

For Exchange Requests:

Products purchased from ALAY can be exchanged within 7 days of purchase only under the following conditions:

  • The product(s) is faulty, damaged or defective at the time of delivery.
  • The product(s) does not match the order placed by the customer.
  • You are required to notify Alay within 7 days of delivery by filling in the Exchange & Refund Form available inside your order package and send it back to us at our address 64 CCA, 3rd Floor, Sector C, Phase 5, DHA Lahore, Punjab 54000 along with the items to be exchanged/ refunded via traceable delivery service. We require photographic evidence of the defective item in the allotted time that you can share on our WhatsApp number 0300-0992529. At ALAY we strive to be fair to both parties and take disputes very seriously.

For Return/ Refund Requests:

  • Rs. 250 as variable delivery charges will not be refunded in case of a refund request.
  • Refund requests will be processed within 14 working days after receiving the return products.
  • Due to hygiene concerns items used or worn are not eligible for refund.
  • Refund request will only be entertained in case of wrong delivery or if the item is defected or faulty.

The following scenarios release Alay from the liability of exchange and/or return of merchandise. Such scenarios include but are not limited to the following:

  • An Exchange request is made outside the specified time frame.
  • The product is damaged due to use or mishandling by the customer.
  • The product has been tampered with.

NOTE: Items purchased on sale are not eligible for an exchange or refund due to reduced prices.

You will receive an exchange and refund form with your order.
In case of a refund or exchange, please fill out the form and ship the item/s along with the exchange & refund form at the following address:

64 CCA, 3rd Floor, Sector C, Phase 5, DHA Lahore, Punjab 54000.

For further queries about exchanges and returns, please contact us at: 0300-0992529 or you can write to us at support@alay.co